Oregon Health & Science University Foundation

Wireless Services Support Analyst, Computer User Support Analyst 2

Oregon Health & Science University Foundation

full-time

Posted on:

Location Type: Hybrid

Location: Oregon • United States

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Salary

💰 $33 - $45 per hour

About the role

  • Provide customer support via e-mail, phone call, walk-in, or ticketing system to end users regarding their mobile devices.
  • Perform installation and upgrades of supported cell/smart phones, tablets, pagers and Vocera systems/devices.
  • Provide Tier 1 & Tier 2 support of Mobile Device Management.
  • Testing of new Wireless Technologies.
  • Act as technical lead for new wireless mobile technologies, working with ITG staff in testing, documenting, training, and coordinating efforts.
  • Create monthly reporting statistics for department of cell/smart phones, tablets, Vocera; inventory control of new hardware, hardware replacement, or hardware return requests; add, change, or deletion of service requests, and department projects.
  • Develop and recommend updated operational processes to Supervisor.
  • Provide proactive involvement with ongoing performance analysis of paging systems to help diagnose failed pages not sent in Spok system, and in the interface to cellular systems.
  • Conduct testing of Spok Mobile, Vocera badges, cell/smart phones, and tablets to assist in problem identification and resolution between various multi-tiered networks.
  • Collaborate with Engineers on any system concerns, as paging outages and wireless network interferences.
  • Conduct monthly audits of databases to ensure continuity and accuracy of work performed.
  • Conduct regular audits of devices in the field, inventory, and track devices sent in for RMA.
  • Work with the supervisor to assess training needs.
  • Assists with on-the-job training of the Wireless teams and other ITG work units; may include presentations to OHSU groups such as IT Contacts.
  • Plan, produce, and implement follow up procedures concerning customer issues and concerns involving all methods of communications.
  • Continued professional development.
  • Other duties as assigned.

Requirements

  • Associate’s degree plus two years computer support or IT experience; OR Bachelor’s degree in Computer Science or related field; OR An equivalent combination of training and/or experience.
  • Experience to include resolution of customer needs and questions, interpreting and diagnostics, and ordering of mobile wireless devices.
  • Experience working with databases.
  • Experience with Spok Mobile, cellular/smartphone, tablets, or Vocera badges.
  • Experience with loading, configuring and troubleshooting mobile apps.
  • An understanding of Telecommunication Mobile Wireless Technologies.
  • Excellent oral, written, and interpersonal communication skills - effective two-way communications with customers, vendors, and internal staff using all/any communication methods.
  • Strong diagnostics, logic and organizational skills, be detailed oriented, excellent follow through, must have a superior customer service record.
  • Must be Microsoft Office Suite proficient, able to test satisfactorily in the use of each application.
  • Must be able to multi-task in a stressful environment.
  • Accurate typing skills.
  • Demonstrate Core Competencies as established for your position.
Benefits
  • Healthcare for full-time employees covered 100% and 88% for dependents.
  • $50K of term life insurance provided at no cost to the employee.
  • Two separate above market pension plans to choose from.
  • Vacation - up to 200 hours per year dependent on length of service.
  • Sick Leave - up to 96 hours per year.
  • 9 paid holidays per year.
  • Substantial Tri-Met and C-Tran discounts.
  • Employee Assistance Program.
  • Childcare service discounts.
  • Tuition reimbursement.
  • Employee discounts to local and national businesses.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportmobile device managementinstallationupgradestroubleshootingdatabase managementloading mobile appsconfigurationtestingdiagnostics
Soft Skills
oral communicationwritten communicationinterpersonal skillsorganizational skillsattention to detailcustomer servicemulti-taskingproblem-solvingtrainingfollow-through
Certifications
Associate’s degreeBachelor’s degree in Computer ScienceIT experience